Client Partner

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Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Salesforce Professional Services helps customers transform and build what’s next for business - with technology. We are seeking an experienced
strategic business leader for the role of a Client Partner, who has proven success who can lead the Board of Directors and C-suite of our customers to transform business, operations, and technology to drive business outcomes.

As a trusted advisor, they will cultivate and oversee executive customer
relationships and delivery of transformative programs with our most strategic customers, partners, and technical delivery leaders. They will be responsible for overseeing adoption and consumption of our technology, building and managing customer relationships, CSAT, and service delivery.

The ideal candidate will bring diverse IT and/or Management Consulting background and knowledge of industry trends, leveraging this credibility as a strategic advisor to our customers, partners, and internal teams across Salesforce. The candidate will be able to craft innovative, forward-looking strategies while clearly defining the path forward, leading the changes to IT strategy, policies, processes, people, governance and partnerships.

In this role, you will be the voice of the customer to shape and execute a strategy to build mind-share and broad adoption of Salesforce technologies. Critical to the role is the ability to think strategically about business, product, and technical challenges as you drive customers’ efficiencies, cost savings, and quick innovation available on the Salesforce platform!

Responsibilities:

• Actively participate in the pursuit process of our large scale deals, working cross-functionally within Salesforce to ensure we are selling what we can deliver as aligned with the customer’s objectives; work with teams to deliver the pitch, define scope/team and contribute to pricing and contractual arrangements.

• Work hand in hand with internal teams (Sales, Success, TMP and Support) to develop and manage strategy and drive customer adoption initiatives. Maintain through the life of the relationship.

• Responsible for communications with the client and within Salesforce up to the CxO level regarding expectations, performance, governance and issue escalation/resolution during the course of delivery to ensure success.

• Accountable for overseeing end-to-end service delivery and ensuring all contractual commitments are met. Works with the customer to amend and approve changes as necessary.

• Drive transformational changes needed to achieve the customers' objectives, informed by deep industry and product expertise.

• Effectively leads and inspires the Salesforce Professional Services team members engaged in the services delivery. Coach and develop the team.

• Anticipates, mitigates, and manages risk to Salesforce and the customer.

• Participates in the continued development of internal processes, artifacts and methodologies to support service delivery to our most strategic customers.

• The CP will be responsible for evaluating opportunities on his/her accounts and perform a detailed business case analysis to determine the type and number of resources required to successfully execute a capture strategy.

• The CP ensures alignment with Sales and is responsible for developing multi-threaded executive relationships within his/her account(s) to accelerate value and improve customer outcomes, and help uncover new opportunities for Salesforce.

• The CP is accountable for bookings, revenue, margin, CSAT, and value delivered across his/her assigned account(s) and serves as the “point person” for all customer negotiations and any issues that get escalated.
   

Requirements

• Degree or equivalent relevant experience required. Experience will be evaluated based on theValues & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experi